Exhibit 2: this Alida survey of CX professionals found that 91% believe empathy is important for creating CX improvements and 72% say it’s important for creating business value. But just 30% said their organizations actually use empathy to build value and 36% think their organization agrees that it’s important. Do you feel their pain?
Empathy is apparently in fashion. Exhibit 1: Qualtrics positions its latest integration with SAP Service Cloud as adding ‘empathy’ to the contact center. They’re talking about Qualtrics’ ability to tag conversations, call notes, social media posts, and reviews with sentiment, intent, effort, and other attributes. SAP owned Qualtrics from 2018 to 2021.
Consumers agree there’s an empathy deficit: Salesforce reports that 73% expect companies to understand their unique needs but 56% say they’re treated as a number. Other tidbits: 88% say experience is as important as product or services; consumers are more comfortable sharing their data now than two years ago; and while 85% expect a consistent customer experience across departments, 60% say companies fail to deliver it. Download for more.
It’s tough to get brand safety right, but the industry keeps trying. IPG Mediabrands announced a new set of tools to find and block inappropriate ad placements, while IAS expanded its suitability measurements to include standards from the Global Alliance for Responsible Media (GARM). Meanwhile, DoubleVerify admitted a mistake made brand safety on X/Twitter look worse than it really was in October 2023 and March 2024.